Customer Success Associate, SaaS

7 days ago

Toronto, Ontario, Canada Limelight Software Full time $90,000 - $120,000 per year

Limelight is a leading SaaS platform dedicated to modernizing Financial Planning and Analysis (FP&A). We empower CFOs and their Finance Teams to transition from manual, static spreadsheets to a real-time, collaborative Cloud FP&A environment. Our software drives better budgeting, forecasting, and financial modeling, enabling organizations to achieve faster insights and strategic growth. We are seeking a results-driven individual to ensure our clients maximize their return on investment (ROI) with Limelight.

The Role

The Customer Success Associate is a key strategic and operational role, focused on client retention and high customer satisfaction (CSAT) scores within our executive-level account portfolio. You will act as the trusted advisor for CFOs, VP of Finance, and FP&A leaders, ensuring they achieve their strategic financial intelligence goals using the Limelight platform.

Key Responsibilities

  • Strategic Account Management: Own the post-sales lifecycle for a portfolio of accounts, driving adoption, identifying upsell opportunities, and leading renewal negotiations to achieve high Net Retention Rate (NRR).

  • Financial Modeling & Support: Utilize advanced Excel skills and deep understanding of financial modeling to guide clients through complex FP&A use cases, ensuring the platform is configured to meet their specific budgeting and forecasting requirements.

  • Executive Relationship Building: Develop and maintain strong, credible relationships with CFOs and senior Finance Team stakeholders, conducting regular strategic Quarterly Business Reviews (QBRs) and health check-ins.

  • Customer Advocacy & Retention: Proactively monitor customer health metrics and manage risks to prevent churn. Act as the voice of the customer internally, collaborating with Product and Engineering to prioritize critical client feedback.

  • Sales & Marketing Alignment: Leverage previous sales or marketing background to articulate Limelight's value proposition, manage client expectations, and support the creation of customer success stories.

  • Process & CRM Utilization: Maintain rigorous tracking of customer activity, communications, and success plans within HubSpot or similar CRM tools.

Required Qualifications & Skills (Keywords)

  • 3+ years in Customer Success, Account Management, or Client-Facing Consulting within a B2B SaaS environment.

  • Proven experience working directly with CFOs and Finance Teams on core issues like FP&A, budgeting, financial planning, or forecasting.

  • Expert-level proficiency in Microsoft Excel and experience with financial modeling or data analysis.

  • Demonstrated ability to drive customer retention, product adoption, and high Customer Satisfaction (CSAT).

  • Prior experience or strong familiarity with CRM/CSM software, particularly HubSpot.

  • Excellent written and verbal client communication and presentation skills.

  • Background in Sales, Marketing, or Business Development is highly valued.

  • Bachelor's degree in Finance, Business, Accounting, or a related field.

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